Global Technology Engineer

Barco•Santa Fe, NM

3d•Hybrid

About The Position

Delivers end to end remote technical support and some on site support for Barco’s Video Wall and Control products. Establishes a good relationship with both end-customers and partners and is a trusted source to drive customer satisfaction. Provides product and system training or demos to peers, customers and partners, in order to ensure knowledge and information dissemination.

Requirements

Must have an extensive understanding of video wall software programs, hardware components, and networking protocols.
Certified and recognized as an expert with video wall and Control products.
Experience with Sales Force and SAP to create cases, RMAs, work orders and documentation.
Experience within a call center environment.
Understands service level agreements and experience to meet contractual requirements.
Experience dealing with complex technical issues.
Organizational agility to interact with different stakeholders within the Business Units.
Bachelors degree (Electronics, Engineering, Computer Science, Networking) or 5 years of industry experience within Networking, AV and Meeting Collaboration space.
Technical Bachelor, or equivalent through experience.
Industry standard networking certifications or equivalent experience.

Nice To Haves

Build relationships & promote collaboration
Solid technical background
Drive for results
Continuous improvement mindset
Focus on Customers

Responsibilities

Provides technical support and expertise, in order to obtain customer acceptance and satisfaction. Provides feedback to the service requester on the status of the problem, take corrective actions and anticipates resolution time.
Reports discrepancies from partners and customers upon completion of installation or support operations, in order to give valuable feedback to management.
Participate in the improvement of the process and products.
Escalates open customer issues to R&D, in order to have a clear, accurate and up to date documentation on company service activities. Logs necessary information on time in CRM system.
Maintains high customer satisfaction through professional customer relations via phone/e-mail, or other available service tools, and performs customer visits occasionally to assess product/service satisfaction and to promote any new product ideas or current product improvements.
Provides Barco product technical support to the rest of the organization.
Performs in-house/onsite/remote training for customers & partners, customizing and maintaining training equipment. Translates existing training material when appropriate.
Resolves issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies.
Detects quality issues and forward all relevant information to the appropriate escalation channel. Reviews the results of corrective actions.
Leads other special technical departmental projects and perform other duties as assigned by leadership.